I can’t make or receive internet calls

[StephenF]

I switched to Sky Broadband & Talk 12 days ago but my phone has never worked since then. It's plugged into the back of the router OK and I've tried all the troubleshooting help. I requested help using an online form, sending a photo of the back of the router but not heard anything. Sky customer service phone lines are always busy, so what do I do next? I'm exasperated!

 Can this be escalated to a Sky expert through this forum, like others who have had similar problem?

I had requested to keep my old number from Virgin Media when I switched.

Fortunately I use my mobile phone mostly, but I now can't receive any calls from anyone who uses my landline number, so it's very frustrating.

[caesarome]

@StephenF 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent StephenF  an invite to chat.

[StephenF]

Thanks @caesarome and @Lisa-P1987 .

I had a direct messaging communication with Sky support but they cannot fix it immediately which is disappointing.

In case other users have the same issue, this is what they said:

There have been a number of customers having the same issue as yourself where the line is not connecting correctly through the Max hub, and the developers are currently working to send out a firmware update to resolve this for all affected customers. I don't currently have confirmation of when this will be rolled out but it shouldn't be long and it will be automatically updated on the hub.

This message was authored by:

[WhizKids]

I'm in the same boat, no phone working on SKy Max hub since install on 10th Septemeber.

Who told you a firmware update was required to make it work...???

I've so far had a convulated chat with support via this forum and a person today who told me I need a VOIP phone not a DECT phone but I'm not convinced this is true.

[Mark39]

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@WhizKids wrote:

I'm in the same boat, no phone working on SKy Max hub since install on 10th Septemeber.

Who told you a firmware update was required to make it work...???

I've so far had a convulated chat with support via this forum and a person today who told me I need a VOIP phone not a DECT phone but I'm not convinced this is true.

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I would imagine that would be Sky, in the online chat they had with the OP. You coud try factory resettings your Hub, by pressing and holding the WPS button for 30 seconds.

[StephenF]

Yes @WhizKids it was a 'Sky Adviser' using online chat who told be about the new firmware. My phone isn't VoIP and it worked fine when plugged into my old Virgin router.

I don't understand why I need to have the new firmware. Surely other customers can currently make Sky Talk internet calls using a phone plugged into the back of a Sky hub/router?!

[WhizKids]

Yeah I'm not sure either...

3 weeks without a phone or any proper information from Sky as to the cause.

[WhizKids]

So yesterday we got a random text that an engineer was working on the ticket and lo and behold later in the day it worked.
Literally 3 weeks after switch over and we now have a landline.

I'm not sure what or to where the change was made but it now magically works.